Assistant Store Manager, Jewelry

Brilliant Earth•San Francisco, CA

2d•Onsite

About The Position

The Customer Experience Assistant Manager for Brilliant Earth's San Francisco showroom builds, leads, and mentors a team of Concierges, Customer Experience Assistants, and Jewelry Consultants. The team delivers personalized showroom experiences and exceptional service to fine-jewelry customers. The manager fosters partnership, positivity, a bias toward action, and a commitment to customers, while helping the team achieve and exceed sales and customer-experience goals. This role is in person at the San Francisco showroom and is intended for a full-time schedule of Sunday through Thursday.

Requirements

Experience managing people in retail or direct-to-consumer sales.
Proven ability to recruit and grow high-performing, accountable teams.
Passion for helping people and creating positive customer-service experiences.
Strong organization, execution, problem-solving, and process-improvement skills.
Self-motivated and efficient, with attention to detail.
Excellent written and verbal communication skills.
Ability to think critically and adapt quickly in a flexible environment.
Strong time-management skills and accountability.
Collaborative team player able to work toward business goals.
Robust experience with CRM software.
Entrepreneurial spirit and self-starter approach.
Commitment to respect and inclusion in the workplace.
Interest in socially and environmentally responsible organizations and products.

Nice To Haves

Store leadership or keyholder experience.
Bachelor's degree or equivalent.

Responsibilities

Assist in recruiting and managing a Customer Experience team in a fast-paced environment, focused on sales targets, team KPIs, and luxury customer service.
Maintain an efficient, functional showroom and office and ensure the team meets high customer-service standards.
Guide customers through purchasing decisions, including diamond options and custom designs, to create memorable, personalized experiences.
Respond to customer inquiries by phone, email, and live chat, and ensure the team upholds high standards.
Conduct in-person customer appointments and present jewelry in the private showroom.
Identify and implement improvements to the customer experience, including efficiency initiatives, policies, and procedures.
Resolve customer-experience escalations in partnership with operations and customer care.
Partner with Workforce Operations Analysts to create and maintain team schedules that cover required duties and appointments.
Maintain the showroom's luxury environment and visual-merchandising standards, including planograms, seasonal rollouts, decor, signage, and regular reviews.
Collaborate with operations, merchandising, retail operations, marketing, HR, and customer care.

Benefits

Career-growth opportunities, regular one-on-ones with a manager, training, and an annual 360 review process.
Consistent weekly hours and two consecutive days off.
Lifestyle Spending Account reimbursements for eligible wellness expenses.
Company-sponsored continued education in leadership, professional skills, and diversity and inclusion; tuition reimbursement for role-specific training.
Employee discount on jewelry.
Sales incentive programs.
Medical, dental, and vision plans, including a $0 monthly premium health-insurance option and employer HSA contributions.
Volunteer and giving-back opportunities.
401(k) match.
Three weeks of accrued paid time off in the first year.
Paid parental leave.
Employer-paid disability and life insurance.
Pre-tax commuter benefits.
Training program and opportunities for career growth.